Member Resources & Library

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Calabrio Launches FedRAMP Authorised Offering, Calabrio GovSuite

The cloud contact centre solution is Modern Workforce Performance Suite for Optimised Government Customer Service

Calabrio Expands Presence in India with New Cloud Offering for Workforce Engagement Management

Calabrio, a globally recognized leader in Workforce Engagement Management (WEM) solutions, has announced a major expansion in India with the launch of its new cloud offering. Tailored to meet the specific needs of Indian enterprises, this in-country cloud deployment positions Calabrio as the first WEM organization to offer local businesses unparalleled reliability, flexibility, and scalability for innovative contact center operations.
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2024 Theme: Shaping the Future

Words, picture, emotions; what does a theme mean to you?
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Sensée launches Surge emergency response service

Work-from-home CX specialist Sensée has launched an emergency response service for organisations needing extra trained personnel at short notice to manage spikes in customer contact.

How does a knowledge hub work?

Learn how to create a knowledgeguided experience for customers and colleagues. Stephen Kennedy explores 7 best practice tips to turbocharge knowledge.
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AI automation: next generation speech and text analytics

Chris Rainsforth at The Forum was talking with Carolina Lemos, formerly Product Marketing Manager at Talkdesk
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The Forum has become an Employee Ownership Trust

This means that Paul Smedley has placed full ownership of The Forum in the hands of an Employee Ownership Trust (EOT), in perpetuity, making us fit for the long-term future.
 
The purpose of The Forum is to raise standards in customer operations by enabling members of our professional communities to learn, share and innovate.
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Partner Article: Calabrio Acquires AI and Bot Analytics Company Wysdom to Revolutionise the Customer Experience

Minneapolis, MN — January 9— Calabrio, today announced their acquisition of Wysdom, the leading experts in AI (Artificial Intelligence) and virtual agent performance solutions. This acquisition will accelerate Calabrio’s strategy to help customers leverage AI and ML (Machine Learning) to maximise agent engagement, productivity, and ROI (Return on Investment). Wysdom, based out of Toronto, Canada, was founded in 2012 and has been a pioneer in developing software and services to help customers optimise the performance of their virtual agents. 

Partner Article: From AI theory to practice: Insights from customer service

By Paul Milloy, Business Consultant at Intradiem

The future of insight

Aim for more signal, less noise, and make insights personal and relevant, like a fitness watch. If insight is the capacity to gain an accurate and deep understanding, how do we empower people to use this to make decisions and mistakes, and learn from these?
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